Techblog
Using fleet management technology to improve customer satisfaction
The business of customer service is a sensitive one, especially in the hospitality industry. Every day, hundreds of guests go through the doors of Mandarin Oriental, Singapore. Many of these guests are weary travellers who expect to be pampered. The hotel adopted Singtel Fleet Visibility solution to manage their fleet of limousines, enabling them to achieve a high-level of customer satisfaction while maintaining productivity standards.
Mandarin Oriental Hotel uses Singtel's Fleet Visibility tracking solution to improve efficiency in providing seamless, first rate customer experience to their guests.
As a luxury hotel in Singapore, providing seamless, first rate customer experience is the heart of Mandarin Oriental's business. From the very moment that their guests step off the limousine, they are greeted by their front desk staff and, in some cases, their top management. Guests are then ushered to their suites where a warm welcome drink awaits them. Behind this seamless flow, however, lies a lot of spontaneous effort and guess work.
Mr. Amit Majumder, Front Office Manager of Mandarin Oriental, Singapore, explained that when a hotel driver picks up the guests from the airport, the hotel front desk would be alerted but it subsequently has no visibility of the limousine.
The staff who were supposed to welcome the guests had to wait at the entrance in anticipation of their arrival, However, the unpredictable nature of traffic conditions meant that the arrival time of the guests might be delayed and hotel staff would spend long periods of time waiting, causing disruption to their daily workflow. Having no visibility of their limousines also meant that hotel staff preparing the rooms and welcome drinks for the guests relied largely on guess work in determining the most suitable time to serve a hot cup of tea, for instance.
Mandarin Oriental, Singapore eliminated the uncertainty of the arrival timings of their guests for staff in the hotel by implementing Singtel Fleet Visibility Solution. This solution allows them to track their limousines and shows their locations at any one time. The staff only needs to visit Singtel Fleet Visibility portal and log on with a unique user ID and password. The portal shows a map where they can have a close up view of where their limousines are at that time. This way, they can gauge with more certainty on the location and arrival timings of their guests.
"This system allows staff to manage their time better. They have visibility of where the limousines are at any given time and can make preparations for their arrivals."
Mr. Amit Majumder,
Front Office Manager,
Mandarin Oriental, Singapore
Find out how Mandarin Oriental Hotel improved their customer service standards and productivity by knowing exactly where their limousines are. Read the full case study here.
Visit our website to understand how Singtel's Fleet Visibility Solution can help transform your vehicle management processes.